IT Support Specialist T2

Job Title: IT Support Specialist T2

Location: Bethesda MD
Reports To: Deputy Director IT
FLSA Status: Exempt

About NACHC:

Founded in 1971 the National Association of Community Health Centers (NACHC) is the national membership organization for the nations federally qualified health centers (also known as FQHCs or Community Health Centers). Health centers are nonprofit communitydirected health clinics that provide access to highquality culturally competent and comprehensive care to people living in medically underserved areas. NACHC strengthens the health center movement through advocacy training technical assistance and clinical and operations support. NACHC is committed to an equitable diverse and inclusive workplace.

Position Summary:

NACHC is seeking a knowledgeable IT Support Specialist Tier 2 to provide advanced technical support and troubleshooting for endusers and IT systems. This role is critical in ensuring the availability and security of our enterprise technologies with a focus on Microsoft 365 services Windowsbased systems identity management endpoint protection and network troubleshooting.

Key Responsibilities:

• Provide advanced technical support to endusers.

o Respond to and resolve complex technical issues escalated from Tier 1.

o Provide support for Microsoft Office 365 applications and services

o Utilize the ticketing system to document resolutions and follow through on open issues

• System administration Microsoft 365

o Work closely with the Deputy Director to maintain hardware and software components.

o Manage user accounts licenses and policies within Microsoft 365.

o Troubleshoot issues in Exchange Online SharePoint Teams and OneDrive

o Coordinate with the Deputy Director to implement system upgrades and patches.

• Active Directory and Microsoft Entra (Azure AD)

o Assist the Deputy Director in managing user accounts Licenses and policies in M365.

o Troubleshoot Issues in Exchange Online SharePoint Teams and OneDrive

o Assist with migrations backups and mailbox restores

• Assist the Deputy Director managing Endpoint Management with Microsoft Intune

o Enroll configure and manage devices (Windows/macOS/iOS/Android) via Intune.

o Deploy applications updates and compliance policies.

o Troubleshoot device enrollment and policy application issues

• Security & Threat Protection with Microsoft Defender 365.

o Monitor and respond to endpoint security alerts and incidents.

o Conduct device scans isolate threats and provide remediation guidance

o Assist with configuring Defender security policies and threat protection

• VPN and Network Troubleshooting.

o Provide remote user support for VPN connectivity issues.

o Diagnose and resolve DNS DHCP and basic networking issues

o Troubleshoot wireless connectivity and performance issues

• Documentation & Knowledge Management

o Create and maintain internal support documentation and user guides.

o Develop and maintain Standard Operating Procedures (OPs) for IT Staff

o Create and publish knowledge base articles for enduser support.

• Maintain and monitor IT assets.

o Track and manage hardware and software inventory.

o Conduct regular audits to ensure compliance with licensing agreements.

o Assist in asset procurement and disposal processes.

• Customer Service and Escalation Management

o Communicate effectively with nontechnical staff regarding technical issues.

o Manage escalations with professionalism and urgency.

o Ensure enduser satisfaction and follow up on resolved cases.

Skills Knowledge and Expertise:

A bachelors degree in computer science information technology equivalent education or 4plus years of equivalent work experience with relevant certifications

Understanding of IT systems components and infrastructures

Experience with Help Desk ticketing system (required

Proficient in operating systems (Windows macOS).

Familiarity with network protocols and troubleshooting tools

Troubleshooting enterprisewide LANs WANs WLANs and VPNs

Knowledge of IT systems infrastructure and operations

Licenses & Certifications:

Relevant certifications in information technology or system administration

Microsoft Certified Solutions Associate

Microsoft Azure Fundamentals

Microsoft Modern Desktop Administrator Associate (Preferred)

Microsoft Security Compliance and Identity Fundamentals (Preferred)

CompTIA A / Network a plus

Technical Skills:

Microsoft 365 Administration (Exchange Online Teams SharePoint)

Windows Server and Active Directory

Azure Active Directory (Microsoft Entra ID)

Microsoft Intune (Endpoint Manager)

Microsoft Defender for Endpoint

Knowledge of remote desktop tools and ticketing systems.

Communication Skills:

Communication and interpersonal skills to effectively interact with endusers.

Ability to explain technical concepts to nontechnical individuals

Active listening skills to understand endusers needs and concerns

Commitment to NACHCs mission and pillars

Physical Demands:

Work is performed in a typical office environment including occasional local travel night and weekend work. Provide oncall or afterhours support on a rotational basis

Salary Range: $59464$74330

Why Join NACHC

At NACHC youll be part of a dedicated and collaborative team working to improve the health and wellbeing of communities nationwide. We offer competitive compensation comprehensive benefits and opportunities for growth in a purposedriven organization.